The doctor exam was great and informative. But the the front desk and the workers helping you choose your glasses totally discourage me. Customer service shouldn't deserve a 1 star. It has been more than a week and haven't received a call about glasses, I also called for information and it wasnt even input in the system. I call today and the phone sounds off the hook. Poor customer service especially in these times NO GOOD.
Thank you for your feedback. We do value you as a patient. Unfortunately, during this pandemic, everything has changed. We can no longer allow patients into the building without an appointment, and everyone must wait in line for a temperature check. We are operating at 30% capacity and we limit the amount of time each of our opticians and other staff members can spend with a patient. Our staff is not trying to be rude to you -- this is all to ensure social distancing and to minimize the spread of COVID-19.
We are very happy to hear that you were able to visit us in December, because we stopped accepting appointments for December weeks ago, to ensure social distancing. Our phone lines are not "off the hook" as you suggested -- we are receiving over 800 phone calls a day from patients who want to come in before December 31st, so all of our phone lines are in use and you are hearing a busy signal, indicating all lines are busy. We have had to turn away over 3000 patients this month, in order to keep the building clean and safe.
We wish we could throw our doors wide open and welcome everyone into the building to see our 10 doctors of optometry and browse through our 10,000 sunglasses and eyeglasses, as we do every December, but during the pandemic, your safety and the safety of our doctors and staff come first.
Regarding your eyeglasses, our opticians are trained to promise 3 weeks. If they promised you 1 week, we apologize, that was a mistake. During the pandemic, our normal turn-around time of 1 week is almost impossible. Our in-house optical lab and many outside optical labs have furloughed much of the staff, in order to ensure social distancing. Therefore, optical labs are running at minimum capacity, in order to minimize the spread of COVID-19, and everything takes a little longer.
Also, generally speaking, if any of our patients are using vision insurance, their eyeglasses must be shipped to the insurance company's private optical lab in another city or state, for completion. That's the insurance companies' rule, not ours. Rest assured that our staff is working overtime to expidite ALL eyeglass orders, including yours. All eyeglass orders are put into the system immediately by the optician, so if a patient's order is "not found" in the system, it's usually because the glasses were ordered under a different first name (such as a nickname instead of legal name), or the maiden name, or a new married name, etc.
The good news is, if you have provided us with an email, our computer system will automatically send an email to you within 3 minutes after your eyeglasses pass our "final quality inspection" and you will be able to pick them up at our Drive-Thru window to save time! Watch for an email later today.